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Escalation Supervisor

4 months ago

Remote, Canada AnswerNet Full time

**Escalation Supervisor REMOTE**

**Job Type**: Full Time - Work from Home

**Hours**: Varies M-Sun Open availability

**Salary**: $18.50 hourly

**Benefits**: Available after 60 days for full-time employees

**APPLY NOW**:
**About AnswerNet**

AnswerNet is the brand name for the AnswerNet family of companies including
AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice
our affiliates, AnswerNet operates more than 20 contact centers within the continental
United States and Canada. We provide a vast range of services to optimize telephone
answering services, appointment setting and confirmation, customer support, third-party
verification, sales, lead qualification, market research, and a host of other contact
management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we
process over 125 million interactions per year.

**Summary of Position**:
An escalation supervisor is responsible for overseeing and resolving customer issues

that have been escalated beyond the initial support level. This role involves coordinating

with various departments to find solutions, communicating with customers to manage

expectations, and implementing strategies to prevent future escalations. Key duties may

include identifying root causes of escalations, developing escalation procedures,

tracking and reporting on escalations, and providing training to support teams. Strong

communication, problem-solving, and leadership skills are essential for this role

**Job Duties / Responsibilities / Essential Functions**:

- Monitor/audit each assigned associate in accordance with client requirements.
- Provide proactive feedback to associates both in one on one and group settings.
- Track progress of individual associates; recommend performance action plans for

associates who are not meeting established standards.
- Work with management to ensure that all associates are meeting quality

standards.
- Provide training as needed to both new hires and experienced associates.
- Attend and contribute to both internal and client monitoring sessions.
- Remain knowledgeable on project information by keeping training manuals and
- memos updated and taking calls on assigned engagement(s).
- Track trends and make recommendations for refresher and/or up-training to the
- trainer(s).
- Prepares and analyzes internal and external quality reports for management staff
- review.
- Handles system emergencies with direction from the IT department and/or
- appropriate vendor.
- Ensure staff has been updated on changes to existing business.
- Any other duties and responsibilities assigned by management of the company.

**Required Knowledge /Skills / Abilities / Qualifications**:

- Education equivalent to a High School diploma/GED.
- Two years prior call center experience preferred.
- Must have the ability to work a flexible work schedule (including nights, weekends,
- and holidays).
- Excellent oral, written, and interpersonal communication skills.
- Exceptional listening and analytical skills
- Ability to interpret complex KPIs and relate them to qualitative findings
- Experience with contact center software
- Requires a positive attitude, the ability to work independently or as part of a team,

and a genuine interest in people and a desire to help.

**WAH Requirements**:

- **PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks,**

**and tablets are not compatible)**
- **Hard-wired high-speed internet connection (ethernet cable)**
- **USB-connected Headset**:

- **Webcam**:

- **A quiet dedicated place to work free from distractions including pets and**
**children.